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Travel Insurance (2025)

Claim Procedure

Step 1: Prepare the information or documents

  • Policy number

    An 10/11-digit alphanumeric combination that you may find in your policy

  • Travel schedule and flight ticket

    Showing the departure and return date with Hong Kong as the destination

  • Relationship proof for claimant not named in the policy

    E.g.: copy of marriage certificate (for family plan)/birth certificate (for under 18 Insured Person)

Contact our luggage repair specialist and they will pick up your luggage for repair and deliver it back to your home.

Contact Information:

  • Phone: +852 2410 8022
  • WhatsApp: +852 6645 0349
  • Location: Hong Kong only
  • Service Hours: 9am to 6pm, Monday to Saturday (excluding Sundays and Public Holidays)

You may need to prepare the following information/documents according to your claim.

  • Loss/damage report

    Report issued by relevant authorities, e.g.: police, airline, hotel, etc

  • Photo(s) of the damaged item

    Showing the extent of damage

  • Exchange slip/cash withdrawal record

    For loss of money claims

  • Purchase/repair/replacement receipt

Applicable to outward journey only

  • Delay certificate

    Delay/cancellation certificate

  • Purchase receipts of essential items

  • Boarding pass
  • Delay/cancellation certificate

    Carrier's/airline's document stating the reason and duration of delay

  • Travel deposit payment receipt

    E.g.: hotel/flight ticket deposit etc

  • Cancellation proof

    Carrier's/airline's/travel agent's/hotel's document to certify the reason of cancellation and amount of non-refundable deposit

  • Medical certificate/report

    Written confirmation from the attending doctor to certify the Insured Person is unfit to travel

  • Relevant proof

    Carrier's or any other document stating the reason of delay

  • Rental receipt
  • Rental agreement/contract
  • International driving permit
  • Police/incident/damage report
  • Excess payment receipt

  • Police/incident report

    If it involves third party, please do not admit any liability before reporting the claim

  • Medical certificate/report
  • Death certificate

  • Other relevant document(s)

Step 2: Complete the online claim form

  • Your contact details
  • Claimant details
  • Select the claim type and fill in the relevant information
  • Your bank account details
  • Upload supporting documents

Online claim form

Watch the video for step-by-step guidance

 

Step 3: Submit

Upon completion, you will be assigned a tracking number. We will contact you shortly afterwards. You will also receive an email notification from us.

Step 4: Check claims status online

You can easily check your claims status anytime, anywhere, ensuring you stay informed throughout the process.

Check claim status

Step 1
claim search
1. Claim search Go to claims status enquiry and input the claim number or tracking number.
Step 2
verification
2. Verification Enter mobile number or policyholder’s name to verify
Step 3
claim status
3. Claims status 5 status with tracking details will be shown

Step 5: Direct bank-in to your bank account

We will direct bank-in to your bank account once the submitted claim form has been approved.

For any enquiries, please contact us at:

+852 2894 0660

Service hours:
9:00am - 5:30pm,
Monday - Friday
(except public holidays)

contact

(You are encouraged to submit the online claims through EASY Claims as it may takes longer processing time for the claim form submitted through post.)

Step 1: Download, print and fill out the paper claim form

Download Travel Insurance Claim Form

Step 2: Prepare the relevant supporting documents

Step 3: Submit your completed claim form and all relevant documents within 30 days of the accident to MSIG’s office address by post

MSIG Insurance (Hong Kong) Limited
Claims Department
9/F 1111 King’s Road,
Taikoo Shing, Hong Kong

  1. If you have other documents which are not listed but may support the claim application, please also submit them as it may facilitate our processing.
  2. We may contact you for more information.
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